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1.3 266 Reviews

Ace Hardware Complaints Summary

18 Resolved
238 Unresolved
Our verdict: If considering services from Ace Hardware with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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Ace Hardware reviews & complaints 266

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1:32 pm EDT

Ace Hardware horrible new staff working there

I have been going here since 2010...never again. The staff is not caring or knowledgeable. Something changed. I was upset that they did not know what an ac adapter for a device was after telling them 3 times they were showing me 110 volt plug adaptors and kept asking and after explaining three times you plug it in the wall and plug into a device to power it up...I left in a huff told the guy he was an idiot and told the unattentive Devin (my original point of contact that was too busy to look up from his paper work) was told the guy he sent to me was an idiot..never looked up...and when I said the employee he sent to me was a [censored] he finally looked up like he understood there was an issue and as I attempted to walked out side and as I was exiting he said "f... you" and I tuned back in the store to confront him and after going back and forth about my ability to say his fellow employee was and Idiot and a [censored]..I explained I did not curse him and he told me to leave and I said ok so that we are even "f... you" and then he tried to cover his [censored] by saying I was deaf and he did not say "f... you". At the very least they should Fire Devin for being lazy and nonchalant at his job.

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10:20 am EDT

Ace Hardware dishonesty

You can't trust this store.
I've shopped at ace hardware on sprague and sullivan for years and loved it... Until friday.
I bought two florescent light bulbs for $5.99. They charged me an extra $1.90 environmental charge. I questioned what it was and the manager said it's a disposal fee. I explained I was buying bulbs not disposing of them. He wouldn't waive the charge and said it was in case someone else wanted to have the store dispose of their old bulbs. Everybody gets charged whether they dispose of your old bulbs or not. What a greedy scam. I got a refund and said they lost a good customer over a $1.90 rip off charge.
I went up the block to lowes and bought the bulbs cheaper and with no "environmental charge".

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5:15 pm EDT
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Ace Hardware ace brand industrial stapler

Bought an ace brand stapler a couple of weeks ago needed to use it I noticed there were no staples included, no problem there are three ace hardware in sumter. Turns out that the ace hardware locations I sumter do not even carry ace brand staples and the brand that they do carry seemingly does not fit the stapler, at least none of the three had staples that fit their own product.
This about the fourth or fifth similar situation that has taken place in the last few months.,
This company is a pathetic joke. Goodby ace, hello lowes.

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4:37 pm EDT
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Ace Hardware propane

I visit the store in christinsburg va a they are awesome never a problem on roanoke stree then I make the mistake of going to the one in salem virginia on main street and they overcharge on propane and they dont have a answer for it this ias another little rude shop in salem va I will just stick to christensburg va they are great they dont get a attitude when you ask them the man who fills the propane there is so nice and so helpful never in salem

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4:11 am EST

Ace Hardware customer service

I have submitted this complaint on Yelp reviews. I wrote this only hours after the event so to recall the events with a fresh memory of them:
"** AVOID ** Beyond the worst!

I had been here the other day for a piece of plastic tubing. I got there just before closing and was a quarter short so they let me slide. The guy kept rushing me and standing way too close saying something about how he didn't want to pay overtime; he repeated this at least two times. I went back today to find a fitting for some hose and the same guy was behind the counter. The second I walked in he started talking about how I short changed them. I pointed out that they did make a profit on that transaction and he claimed they lost money. This was about a quarter! I was planning to pay the quarter before leaving. I went to where the tubing was and found a size that might fit. I asked (the same guy; looked like he was following me thru the store) if he could just give me a two inch piece and surprisingly he agreed. He then cut off a foot of the tubing and said it would be 55 cents. As I proceeded to the register he followed me chanting about how he has to pay his employees. I complained to the woman at the register that I was being charged for a supposedly donated piece of tubing. Of course he was right there and heard what I said. He then started to get angry; he told me to leave. I put the tubing down and I left but not before I turned as he came up behind me to (I don't know what). I warned him to not touch me as he pulled out his camera/phone to record. He stated that if I was in his store he could attack me physically if he wants to. He then went into a rant insulting me, my "dead mother" my children etc. The name calling escalated and I did throw some back as, at this point I too was pretty angry. So, I went to another hardware store to buy the tubing. It was also an Ace Hardware. They kicked me out saying the "general manager" had given them instructions to do so.

I have rarely seen such a combination of insecurity and power of authority taken to this level and hope to never see it again. As for these stores, I won't be going back anytime soon."

I have been to many hardware stores and quite a few of them have been Ace Hardware in my many years on this planet. I have never before been treated with such utter disdain nor been the target of this kind of verbal abuse in any hardware store in which I was a customer.
Although in this scenario, I did ask for a favor, I did not demand one and was perfectly willing to take no for an answer. In fact, I expected that would be the case. My objection and the reason I complained to the staff there was that I was told that I could get two inches of plastic tubing as a courtesy and then suddenly and in a disingenuous ploy was told to just buy a foot and take it home to play with. I'm not complaining about prices or products here, only how I was treated. I have reviewed other Yelp transactions and some are favorable but some reflect similar experiences to mine.
Jordan Chang had the gall to call the other Ace store(s?) and tell them to also kick me out of the store after his behavior.
You may think, based on the level of overreaction I have described, that I am being hyperbolic. If I read this complaint, I might think that, but I assure you that I am being honest as far as my memory of the events allows.
Going forward I would like to send a message to Jordan Chang; that customers and customer service is more important than making money in the short term because when you treat people like crap they, their friends, their family and all their associated are less likely to shop at your store. I don't know if you have any influence in this matter or if you have a policy to address such complaints but Jordan Chang needs at least classes in customer service and anger management. Perhaps he's the owner and answers to nobody (which is how he acts).
I would also like to know if and what acvtions that you take in this matter

Sincerely
Jeff Wilson
San Francisco, CA

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5:02 pm EST

Ace Hardware customer service

12-8-2018 - 4:46 pm Cashier allowed customer to take a cell phone call while checking out, while I was waiting to check out. This customer held up the people behind her for 10 minutes. When I called the manager, I was informed that cell phone calls were allowed. Bad customer service. I would like to see better training of cashiers/managers about not allowing cell phone calls at the register, as well as a sign.

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3:23 pm EST

Ace Hardware under the sink water cut off valve

My husband who is a amputee was running an errand with his son and traveled to the portage ace and purchased a valve for 9.99 since they were near a Ace but, when he got home in Gary, he found that the valve was too big so, he called his son who lives in Griffith to come back and take him to the Gary Ace (closer) to return and exchange the valve for the correct size. The Ace in Gary valve was much less (2.50) but, they refused to give him the difference saying that Portage price is much higher and they can't be responsible for their pricing.

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5:56 pm EST
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Featured review
This review was chosen algorithmically as the most valued customer feedback.

Ace Hardware - Management/ store owner

My wife Monica Genera works here as cashier. She has been abusing drugs and should be in jail or mental facility due to her irrationality. She threatens to kill me, calls me racist hate words like f* stupid nig*, turns around and lies to everybody about me and whats going on, she has been cheating, a habitual liar, etc. The store manager keeps hanging up on...

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9:14 pm EST
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Ace Hardware propane tank service

I am sending complaint in regarding I went to get my propane tank filled at ace on east colonial and everything was going great as did my other previous visits until the young guy who filled my tank dark hair was being trained looked like filled my tank walked it over to my truck and sat it by my back door I ask if he could help me for I have a bad back I even had my handicap tag in truck hisvtesoinse was no I can't do that. I was just standing there I tried but couldn't lift it as he stood there looking st me I saw a guy getting ready get his tank filled and kindly ask him if he could please help me get tank in car. He said certainly. I thanked him and was on my way. I just feel that I was treated with disrespect from this young boy and I was so surprised he would not help me. This is not the type of service I expect from Ace as I have never experienced a situation as this. I have always been treated with respect when I go there but this time I was not and I felt disrespected no explanation just NO I can't and walked away while seeing me struggling. I believe this young boy needs to learn some people need help in life. Thankyou, Tamala Force. Very unhappy ☹️

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5:15 pm EDT

Ace Hardware ups package pickup service

Hi, i dropped of a prepaid package to be picked up at ace hardware stickley ace nappanee indiana 46550, along with a prepaid shipping label came a customer receipt to be signed by store employee, the store manager stated he refused to sign the receipt, which is my proof i dropped of package at their store, the manager was rude and arrogant, please refresh him on franchise rules, obligations, thank you, john wilkman, [protected]

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5:08 pm EDT

Ace Hardware overall experience=shop elsewhere

I was in my local Ace Hardware several times in the past week because I have relocated to the area and am setting up my apartment... All I can say is disgusting. I went in last week to inquire about replacing a broken miniblind. The man who "helped" me appeared by all accounts to be the manager. I was so upset by the time I left, his name escapes me. He took his time asking questions, but then he became very short and rude with his responses. I tried to call home to get more details and he left me in the key cutting station. I attempted to find him again and he was gone. I described him to the cashier (whom I had to practically pry away from a personal conversation/flirting session she was having with the man greeting people) and she agreed, he was the manager but he had gone home for the day!.. Frustrated. I returned to the area where he thought something may be to help me. Another kind, older man, tried to help me. He excused himself and another employee approached me. He smirked at me and basically said everything I was saying was the dumbest thing I have ever said. All I wanted to do was replace the broken pull cords in my blind so I could avoid the cost of replacing the entire thing. He said "I don't want to get into your project and have you blame Ace when it doesn't work".
WHAT?!
I don't think I excused myself. I left the building abruptly and went to the Trading Post. They are the best. THE BEST. I was in and out with the part I needed for less than 10 dollars. (they even pulled up youtube and showed me how to fix it.)
I am meeting more an more people here. I can happily tell anyone I meet I will drive the two or three miles down the road to the Trading Post to get the help I need where I am not mocked and I get actual help. I will NEVER set foot in an Ace again.

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1:16 pm EDT

Ace Hardware sink fixture

This was my second time at ace trying to find the right item. I went to the counter and ask for an exchange and asked where the item was and if some one could help me. The girl at the counter look confused she then asked some one where the Item was on the head set but send no one to help me. To me this is horrible customer service. When I ask for some one to help I expected some one to meet me back there to help me. Even if she had of told me it would have been a couple minutes to wait. I will take my business eked where so that I can be helped in the proper way. Thank you Nicole Woodard 11 Mason st Johnstown ny. [protected]

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1:53 pm EDT
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Ace Hardware hiring and recruitment

It was very upsetting and a waste of time to apply in your company. I applied for a position of supervisor in Jobstreet they texted me October 1 2018 6pm that I will have an interview will be tomorrow October 2, 2018 at 11am and the location was not specified specifically so I text the number to know the exact venue and no one answer.So that I just assume that it will be in SM Dasmarinas. Now During the day of interview its already 11:45 that the interview was not yet started and I am there exactly 11am and I just got my Interview by 4pm its ridiculous.
After the interview, someone texted me to have my examination on October 4 2018 by 11am as a SA Position I am confused cause I applied for a supervisor position and no notification that I am not met the requirements for supervisor position so I texted the number and as usual no one reply.so still I came on the exam date by exactly 11am and after waiting for 30 mins on the waiting area the staff their told me Mam Che was not their so I have to wait so how come that exam by 11am and no one was there to assist me so I am still waiting .By 12am the staff told me that she didnt know how can they assist me since there is no endorsment and I ask them that I am applying for supervisor and why they texted me as an SA position and the staff told me they don't know and I have to wait for Che cause she was in a job fair so How come to schedule me by that date if she was so busy And they ask me to come back by 1pm so its almost 2 hours of waiting and no onw answer my question .So I came back by 1pm and by 2pm that the only time that they assist me .Before I take the exam I ask Mam Che which is the one who take care of my interview last time about the position that I am applying for and she told me that I am not qualified to take the position for supervisor since I dont have supervisory experience But I have and also why she was still asking me for an exam for a different position which is I not agreed on and I waste my 3hours for nothing that supposedly she should notify me that I not qualified for supervisor and only SA is available so That i dont need to go their and waste my time.Mam Che is not accomodating and she didnt know what to do and this interview happen with che is quite funny cause 100% of the interview was already on my CV and no additional question no follow up question with the working experience .

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3:06 pm EDT
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Ace Hardware dangerous driving

ACE Driver going southbound on I-45 in Huntsville, Texas at 3:40 pm on 10/01/18 exited the freeway and damn near hit my car on the feeder road, then attempted to pull into my lane like he did not see me! Going at a high rate of speed, then he swerved over to the left lane to turn on 11th street to go to the local ACE Hardware store! This Driver is dangerous and you will be paying in the future when he has a big wreck and kills or maims someone!
Belle Hansen [protected]

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9:05 am EDT
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Ace Hardware megabox wardrobe with 2 drawers

We bought megabox with 2 drawers earlier this day. The product came in with missing parts when the store clerk told us it had no damage, specifically 2 locking pins for the front door so we cannot assemble it properly. We need 2 locking pins to be able to use the product!

We were only able to check the product at home when assembling it because it came in a box and the store clerka would not take the parts out or check them first anyway.

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4:03 pm EDT

Ace Hardware company not standing by prices advertised

I plainly googled a product #1571066 drylok wet look paver sealer high gloss $119.00 but once u put item in cart it changes to $129.00 same product number and info as advertised, I was asked to send a screen shot as if I was lying, no reps at customer care even attempted to assist advised to call back once they reviewed email. This is ridiculous I've never wasted so much time trying to order a product, I even contacted a store they referred me to the customer service line #Dissapointed in this hardware company not the 1st time given miss info.

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6:02 pm EDT

Ace Hardware cut keys and staff

I went in on 9-22-18 at around 3:20 pm to get some blank mail keys cut. The manager told me she can't guarantee they would work. Fine, I get that - if they were done right. They keys were not cut properly and did not match the original. They refused to do anything about it when I called so that's $20 down the drain with incompetence hidden behind a no guarantee excuse. Again, I understand there isn't a guarantee they'd work but the least they could do is hire someone who has a basic understanding of how to properly cut keys. This is a terrible excuse of a store and absolutely horrible customer service. I now have four mail keys that will not work in my box and staff (manager and key cutter who seemed to have trouble holding steady) who were VERY rude and simply made excuses. I want to file a complaint against the manager and the guy who cut the keys. I suspect this may be a common issue that the manager is aware of which is why she felt she had to make that statement. When I called, the man was very rude and told me that the manager said they couldn't make a guarantee. I told him I understood that but the point was that the keys were cut incorrectly. He refused to even try to remedy the situation because his manager said there were no guarantees.

10050 W Bell Rd #26a, Sun City, AZ 85351

^ The store in question.

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8:49 pm EDT

Ace Hardware my grinder for repair almost 90 days please need action

Good day can you please review or action about my complain l. I buy grinder in your good company in sta rosa sm ace hardware. And after I use my grinder in 2 weeks is shut down that y' I need a replacement or repair of my grinder. I bring my grinder in ace hardware in sta rosa greenfield arcadia drive last 24 of june 2018 bit until now is not repaired. I hope you can help my problem.
Thanks and regards
Robert estrella

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6:17 am EDT
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Ace Hardware store not standing behind prices and very rude manager

This is something I never do but yesterday was all uncalled for. I was in the ace hardware in knoxville tn (halls store) I had gotten several home improvement items and noticed they had yet I cups and lids. I needed a new lid so I checked the price of theirs. It plainly stated 4.99 for the 30 oz cup lid. I even took on to the check out and ask the girl the price and told her what the sticker said. She said if that's what the sticker said, and she looked for her self, that they would sale it to me for that. I ask her if I could get two and she said sure. SHE even got the second one and took to the register herself. the girl that rang up our purchase said she needed a code put in so the manager stepped up to the register. Seen what I had and seen the price. Grabbed them up and said THAT IS NOT THE PRICE. I explained that's what the sticker said and that the other girl had even looked. There wasn't just one row of them there was two. $4.99 for 30 oz yeti lid. No way you could misunderstand it. She walked over and seen the stickers herself and looked straight at me and said well I'M NOT SELLING THEM TO YOU . ever body thinks the customers always right and they can just get stuff for whatever price they want it BUT NOT TODAY.. Now I don't know what kinda day this lady may of had but she shouldn't take it out on your customers. She was loud about it and made me feel like I was doing something wrong. Embarrassed me to no end. There were other customers standing there and of course they all heard her. She wouldn't even hand them back to me. She hung them up and was very rude about it and said youl have to just get your lids somewhere else. Keep in mind we were buying several things and had I had time to think I would have walked off and not purchased what we got. My husband remodels houses and does home repair so one of us is in your store 4 days out of 5. We have never had a problem but this was uncalled for. 2 YETI lids have cost you a very loyal customer. I will not go in a store that treats me or any family member of mine like some kind of theft. I have never been so embarrassed in all my life. I'm 52. I had money. I wasn't trying to cheat or steal anything. I was just buying 2 lids. Something so simple. AND IT WAS YOUR PRICE ON THE STICKERS. 2 whole rows. I have shopped with you for years and I hate this has happened but I'm not going to be treated like that. I hadn't done anything wrong. I'm just hoping you teach your managers a little better customer service.

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3:53 am EDT

Ace Hardware employer spreading false information to other hardware stores

My wife worked for this Ace hardware store location for about 4 months. 2 weeks ago on August 28th her grandfather passed away in the house. My wife then informed the Ace management about this and the people she told were Jeff Fabian and Michelle Peebler. Michelle told my wife she can have a couple weeks off and also proceeded to say take the whole month of September off so my wife can have time to revover after this tagedy. About a week later Michelle asks if my wife can work on a tuesday shortly after this incident. My wife respectfully and professionally replies she cannot and if they need to fill her spot then she will leave to allow the business to have the staff needed for opperating. All is well here and we put in what seems to be an unspoken "2 week notice". Today on September 12th 2018 my wife's sister who works at true value hardware in ramona was told by a manager that my wife was rude to staff, customers, always on her phone and was rude while texting about leaving Ace. None of these things are true and it is not what happened and we would love to take legal action because she was never fired, rumors that are untrue are being spread and this is a MAJOR case of harrasment outside of work because the rumor was spread to another company outside of ACE. I hope we can end this maltreatment of employees and employees that have left this place and have been plagued by the false words of horrible managers and that prevented them from getting a job elsewhere. Very unprofessional of this establishment to use feelings towards another individual as a drive to hurt them more. I hope this place shuts down and the owners feel the back burn or at least fire the management and bring in people who do not give extra cookies to family members who work for them. At this specific Ace hardware store in Ramona if you are not blood related to the family then you will be treated differently because family members have all the leiway in the world while everyone else is criticized.

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Ace Hardware Customer Reviews Overview

Ace Hardware is a well-known hardware store chain that has been in business for over 95 years. The company has a strong reputation for providing high-quality products and excellent customer service. Ace Hardware has received numerous positive reviews from customers who have praised the company for its wide selection of products, competitive prices, and knowledgeable staff.

One of the most commonly praised aspects of Ace Hardware is its extensive inventory. Customers appreciate the fact that they can find everything they need for their home improvement projects in one place. The company carries a wide range of products, including tools, hardware, paint, plumbing supplies, and more. Many customers have also noted that Ace Hardware offers a great selection of niche products that are difficult to find elsewhere.

Another positive aspect of Ace Hardware is its competitive pricing. Customers have noted that the company's prices are often lower than those of its competitors, making it an affordable option for those on a budget. Ace Hardware also offers frequent sales and discounts, which further helps customers save money.

Customers have also praised Ace Hardware for its knowledgeable and helpful staff. Many reviewers have noted that the employees at Ace Hardware are friendly, approachable, and always willing to help customers find what they need. The staff's expertise in the products they sell has also been noted, with many customers appreciating the advice and recommendations they receive.

Overall, Ace Hardware has received overwhelmingly positive reviews from customers. The company's wide selection of products, competitive pricing, and knowledgeable staff have all been praised. If you're looking for a reliable hardware store, Ace Hardware is definitely worth considering.

Ace Hardware In-depth Review

Website Design and User Experience: The website design of Ace Hardware is clean and user-friendly. The layout is intuitive, making it easy to navigate through different categories and find the desired products. The search function is efficient and provides accurate results. Overall, the website offers a seamless user experience.

Product Range and Availability: Ace Hardware offers a wide range of products across various categories. From tools and hardware to home improvement and outdoor living, they have a comprehensive selection. The availability of products is generally good, with most items in stock and ready to be shipped.

Pricing and Value for Money: Ace Hardware provides competitive pricing for their products. While some items may be slightly higher in price compared to other retailers, the quality and value for money make up for it. They often have promotions and discounts, allowing customers to save money on their purchases.

Customer Service and Support: The customer service at Ace Hardware is exceptional. Their representatives are knowledgeable, friendly, and always ready to assist customers with any inquiries or issues. They provide prompt responses and strive to ensure customer satisfaction.

Shipping and Delivery: Ace Hardware offers reliable shipping and delivery services. They provide various shipping options, including standard and expedited delivery. The estimated delivery times are accurate, and the packaging is secure to prevent any damage during transit.

Return Policy and Refunds: Ace Hardware has a fair and hassle-free return policy. They accept returns within a reasonable timeframe and provide refunds or exchanges for eligible products. The process is straightforward, and their customer service team assists customers throughout the return process.

Online Shopping Experience: The online shopping experience at Ace Hardware is convenient and efficient. The website is easy to navigate, and the checkout process is smooth. They offer multiple payment options, ensuring a seamless transaction. Additionally, they provide order tracking, allowing customers to monitor the status of their purchases.

In-Store Experience: The in-store experience at Ace Hardware is pleasant. The staff is friendly and knowledgeable, providing assistance and guidance to customers. The store is well-organized, making it easy to find products. They also offer a range of services, such as key cutting and paint mixing, enhancing the overall shopping experience.

Loyalty Program and Rewards: Ace Hardware has a loyalty program called Ace Rewards. It offers various benefits, including exclusive discounts, members-only offers, and points accumulation for future purchases. The program is free to join and provides additional value to loyal customers.

Community Engagement and Social Responsibility: Ace Hardware is actively engaged in community initiatives and social responsibility. They support local charities and organizations, contributing to the betterment of the community. They also prioritize sustainability and eco-friendly practices, promoting responsible consumption.

Overall Rating and Recommendation: Ace Hardware is a reliable and customer-centric retailer. With their extensive product range, competitive pricing, excellent customer service, and convenient online and in-store experiences, they are highly recommended. Whether you are a DIY enthusiast or a homeowner in need of supplies, Ace Hardware is a go-to destination for all your hardware and home improvement needs.

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Phone numbers

+1 (888) 827-4223 +1 (336) 998-6477 More phone numbers

Website

www.acehardware.com

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